Land line service has the "Busy Line/Don't Answer Call Forwarding" feature. Normally, this passes incoming calls to your personal voice mail. You can elect to have this passed to a different number (such as my cell), and forgo the voice mail. Their software has two settings, one for busy line, the other for don't answer. They changed the setting for busy line, so now, when I'm on the phone, the calls ring through to my cell, as I had requested. They did not change the setting for don't answer. When I don't answer, the caller hears the phone ringing interminably (no more voice mail). I have three lengthy calls in, two service orders opened and closed, a third one open now, a competent supervisor who does not have the access required to actually change the setting herself, and who gave me her direct line, but who never answers it, and a fourth call from Verizon. My phone rings, a person calls and asks about the issue. I explain it yet again, she transfers me to the "person who can help" (btw, without consulting me before the transfer, just suddenly she isn't there anymore), I tell the story to the next person, who transfers me to the "person who can help" who can't help either, and so on and so on. On the fifth person, who also wanted to transfer me, I began laughing, hung up, and left a voice mail message for my friend the supervisor. We shall see...